Charged €2,000 by Austrian Airlines for a missed connection - what can I do?

Voyager2002

BerksTraveller wrote: »

I was advised that I'd lost the value of the ticket and would have to buy Vienna/Larnaca/Frankfurt/London again - € 1,717 for the 4 of us. I had to find accommodation as the next flight was 24 hours later - € 125, and then lost accomm and Car hire in Cyprus. Altogether about € 2,100. The itinerary was booked direct on the Lufthansa website. I can't seem to find any Lawyers that specialise in this and can tell me where I stand legally. Credit card company says its not their responsibility. I could understand it if I had been dawdling in shops but we didn't

They should not have charged you again for your flights: you are on firm ground asking for a refund for this payment;

You have a reasonable case for claiming a refund of your necessary expenses during your enforced wait in Vienna;

You cannot claim for the unused hotel and car hire in Cyprus.

The lawyers behind EU Claim might help with your case: they post and give helpful advice on another thread on this board.

BerksTraveller

I think we fall into a category that no one has fought before. I called my insurers - they don't cover it and they can't recommend any specialist law firms. The credit card company says its not their responsibility. I contacted Bott & Co and EUClaim is who they use. They don't want to touch it either. Seems its a loophole that Austrian Airlines can exploit to earn more revenue. Not sure where to go with it now

opinions4u

BerksTraveller wrote: »

Not sure where to go with it now

Toughie, especially as I think it should be the airline's responsibility to ensure you are able to get from flight A to flight B.

You said that they have offered you roughly half the cost in travel vouchers. It sounds like the solicitors don't see a sure fire winner, so there's a risk of losing all.

Therefore I suggest a polite letter to a senior person in the airline that calmly outlines your case again, acknowledges their €1,000 gesture and asks them to reconsider reimbursing all flying costs.

Keep it polite and non-aggressive.

If it fails, take their offer. If it succeeds enjoy the larger amount.

BerksTraveller

Thanks Opinions4U - I think you're right. I prefer to travel scheduled carriers instead of low cost because my experience has been that when things go wrong as they sometimes do - you know you'll be treated fairly and it'll be sorted out. Austrian Airlines is the first airline from whom I have ever experienced such dreadful treatment of its customers. Very disappointing

richardw

BerksTraveller wrote: »

.....having to clear security twice for some reason....

This sounds like it might be the crux of the problem and is something to look into.

Does the arrival flight that you were on normally park at a remote stand or at an air bridge at the terminal? Did the snow have an affect on this?

We're you directed the wrong way at the airport?
The Uk and Cyprus are both non-schengen countries, did you go the non-schengen route at the airport?

Did you actually go landside at all at VIE?

Did the flight that you missed to LCA depart from a different than normal gate due to the snow?

Sign up to https://www.flightstats.com and see if there are any clues there.

Also read up on the ESCP European Small Claims Procedure.

mgdavid

did you check in online? and did you check in, choose seats and print boarding cards for the 2nd leg at the same time as the first leg?
When you checked in the bags did you ask them to be checked straight through to Larnaca?

BerksTraveller

Yep - we checked in 24 hours prior to departure all the way thru and printed our boarding cards. The Heathrow/Vienna flight and the Vienna/Larnaca flight were both on remote parking stands on the date in question. When we went back to Vienna Airport 24 hours later, the Vienna/Larnaca flight was parked on an airbridge and at a gate in the main part of the airport. I've done non shengen to non shengen before and two lots of security in Germany was not necessary - so why in Austria? We were effectively land side at one stage, but we simply followed the signs.

I have print outs from Austrian Airlines to prove this, and I contacted them and said I would meet them airside at Vienna at my own cost so we could walk the distance together at which stage they would understand fully my issue. They would only agree to meet in a Hotel - NOT at the airport.

But all that said - it seems that simply because their flights operated to schedule - I am legally on the back foot. Hence my recommendation is to avoid Austrian Airlines connecting flights at Vienna.

Thanks to all commenters here - I very much appreciate your input and suggestions which is of some comfort at least!

poe.tuesday

http://www.airlinequality.com/Airports/Airport_forum/vie.htm

http://www.ndtv.com/article/india/jet-airways-asked-to-compensate-passengers-who-missed-flight-391144

http://www.airpassengerrights.eu/en/how-to-complain.html


you may find something on there about connections

I have flown with Austrian airlines with a connection in Vienna (admittedly many years ago) and I have to go through double security and literally run through the terminals to get my connecting flight

richardw

BerksTraveller wrote: »

..... it seems that simply because their flights operated to schedule - I am legally on the back foot..

Are you sure ?

Unfair contract terms and conditions?
Onerous clauses?
Reasonableness?

Voyager2002

richardw wrote: »

Are you sure ?

Unfair contract terms and conditions?
Onerous clauses?
Reasonableness?

Indeed.

Now is the time to check all possible financial packages (bank account; home insurance; travel insurance...) to see if you have cover for legal expenses, and instruct a solicitor, paying the fees rather than asking for a NWNF arrangement.

Oh: and ask for information on the time your 'plane door opened: if that was significantly later than the scheduled arrival time (you mentioned 40 minutes) then you are on firm ground.